The Scale Model gives CX leaders a sequence: align the operating model first, then automate — not the other way around.

The trust gap widens as artificial intelligence (AI) goes mainstream, according to research from Salesforce. Brands are turning to generative AI to boost efficiency while improving customer engagement ...

In recent years, many savvy technology organizations have embraced customer success, an evolving business discipline focused on helping customers realize the full value of offerings delivered as a ...

Many companies are now 5-10 years into their digital transformation journey. I have blogged for two years (here for instance) about how the journey drives companies to forge a more intimate ...

The implementation of a business model involves a detailed understanding of the process through which a company creates, delivers, and captures value. The operational challenges here include the ...

When undergoing an IT operating model transformation, focus on three key areas to ensure success: process, governance and culture. The quest for customer obsession is arduous — littered with obstacles ...

A lean business model is an approach to business development that focuses on creating value for the customer while minimizing waste within the organization. This model derives its core principles from ...

Casey's General Stores, Inc. CASY has a strong business operating model that includes omnichannel capabilities, enhanced customer reach and private-label offerings. These elements help the company ...

Discover how franchising provides an opportunity for success creating value for entrepreneurs and communities. Through the first few months of this year, franchising continues to be seen as one of the ...